Grey Gable Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The practice made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Leaders of an aligned care home told us they found the lead GP listened carefully to those who knew the resident best and always took their insights into account when assessing and triaging individuals. Our review of patient records showed patients were supported to understand their condition and were involved in planning for their care needs.

The practice understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. We saw the practice worked in partnership with other services to meet the needs of its patient population. Staff told us patients were asked which clinician they would like to see. National GP Patient Survey data found 58% of respondents usually got to see or speak to their preferred healthcare professional when they would like to, which was higher than local and national averages.

The practice supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The practice had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records.

The practice made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Complaints were managed in line with the practice’s policy. The practice had a compliments book which they used to share positive feedback off patients to staff. Patient told us they felt the practice was open and honest and felt listened to. National GP Patient Survey data found 94% of respondents said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, which was higher than local and national averages.

The practice was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. The practice had a 24/7 prescription collection machine installed outside of their practice. This allowed patients flexibility to collect their prescriptions. Patients were very positive about this and told us this helped to reduce waiting times for their prescriptions. The National GP Patient Survey data showed the practice was significantly better than average for percentage of people that responded positively to how easy it was to contact their GP practice on the phone. 89% of patients described their overall experience of contacting their GP practice as good, in comparison to the national average of 70%. 93% of respondents found the receptionists helpful, in comparison to the national average of 83%. In response to the National GP Patient Survey data, the practice had identified changes to improve access to the service. For example, they were looking at providing training support to help improve patients understanding of the NHS app. Patients were positive about their access to services at the practice. For example, one patient told us how flexible and accommodating the practice were when their child needed access to an appointment late in the day. Another patient told us how accessible the service was and how promptly they received appointments. Leaders of an aligned care home told us the practice was very responsive, proactive and would often call the home to follow up on matters such as repeat urine samples after a positive urinary tract infection. People could access the service to suit their needs for example online, in person and by telephone.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. The practice had processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers.For example, patients did not need an address to register at the practice.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Our records review showed people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. Staff regularly attended multi-disciplinary meetings where they discussed patients who received end-of-life care. They had a palliative care register that was regularly updated and reviewed. The practice had robust processes in place to identify people who may be approaching the end of their life and shared this with other services and staff. The practice completed yearly end of life audits which showed an improvement in identifying people who were terminal. The practice ensured patients understood their condition, care and treatment options. They allowed patients time to understand the information and arranged for additional appointments if needed. The practice supported family and carers of patients at the end of life and in bereavement.